Jettee Standard Support Terms
1. Service Requests
Customer shall submit each request for resolution of an error relating to the Software through Jettee’s online help desk (each, a “Service Request”).
2. Hours
Jettee shall provide maintenance and support during its normal business hours, Monday through Friday, from 8:00 a.m. to 7:00 p.m. CT (excluding U.S. federal holidays), provided that the foregoing does not apply with respect to Severity Level 1 or 2 Service Requests.
3. Classification
Jettee shall classify each Service Request as follows:
Severity Level 1: Critical error that renders all essential functions of the Software unusable in any material manner. User-implemented workaround is not available to avoid the error.
Severity Level 2: Significant error that renders an essential function of the Software unusable or negatively impacts the usability or performance of a major function of the Software in a material manner. User-implemented workaround is not available to avoid the error.
Severity Level 3: Minor error that renders a non-essential function of the Software unusable or negatively impacts the usability or performance of a non-essential function of the Software but does not significantly degrade the overall usability or performance of the Software. Information request or request for clarification on use of a function of the Software.
4. Response
After receipt of a Service Request, Jettee shall commence remedial measures as described below within the timeframes set forth below:
Severity Level 1: 2 hours (24/7). Jettee shall promptly initiate the following procedures: (i) assign resources to diagnose and correct the error using commercially reasonable efforts; (ii) provide ongoing communication on the status of remedial measures; and (iii) advise of a temporary workaround or fix, if available.
Severity Level 2: 4 hours. Jettee shall promptly initiate the following procedures: (i) assign resources to diagnose and correct the error using commercially reasonable efforts; (ii) provide ongoing communication on the status of remedial measures; and (iii) advise of a temporary workaround or fix, if available.
Severity Level 3: 1 business day. Jettee shall advise of a temporary workaround or fix, if available, or Jettee may implement a fix in the next general release of the Software or applicable component of thereof. Jettee shall provide the information or clarification requested.
5. Exclusions
Jettee shall have no obligation to address any Service Request to the extent the error is attributable to any Exception or Customer’s use of a version of the Software that has been superseded by a Major Release made available by Jettee to Customer for more than 90 days. “Major Release” means a new release of the Software that implements significant new functions and features, typically designated by a change in version number to the left of the first decimal point (e.g., from version 1.8.7 or 1.9 to 2.0).
6. Updates
From time to time, Jettee may release Updates for the Software. Jettee shall make an Update available to Customer at the same time Jettee makes the Update generally available to Jettee customers, provided that Customer maintains a valid subscription for Maintenance and Support for the Software. When Customer makes production use of the Update, the Update will be deemed to be part of the Software, and the terms and conditions herein applicable to the Software will apply in the same manner to the Update.